Quality Analyst Or Quality Compliance Executive

Experience:
1 - 4 Years

Location:
Delhi/NCR

Education:
UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization,Post Graduation Not Required

Job Description
Job Description

JOB TITLE Quality Analyst for Technical Program

ROLE : To ensure continuous improvement through transaction monitoring of emails and chat of employees based on the process & individual needs

REPORTING TO : Deputy Manager Quality

ESSENTIAL QUALIFICATION : Graduate with call centre experience

ESSENTIAL SKILLS / TRAITS
• Excellent verbal and written communication skills
• Feedback delivering skills
• Call center operational experience
• Experience of 1-2 years with technical programs
• Technical bent of mind
• Flexible and adaptable approach
• Team player
• Demonstrates initiative
• Should have good interpersonal skills
• High aptitude
KEY RESPONSIBILITY
• Responsibility for Email/ Chat Quality Assurance on the Operations floor
• Monitoring Email/ Chat and rendering Quality feedback
• Maintaining performance scores
• Identifying training needs and improvement needs in processes, procedures & utilization
• Updating Quality Evaluation Sheet, Feedback Forms
• Focusing on adherence to client defined CTQ's by agents across the floor
• Preparing reports for Customer Satisfaction Survey, Quality analysis reports etc.
• Analyzing the Customer Satisfaction data/reports
• Doing quality checks on various client metrics
• Assesses skills of newly hired employees after completing of their training
• Compiling quality dashboards
• Liasoning with Operations to bring about improvement in process metrics

PERFORMANCE STANDARDS

MEASURABLE
• Improvement of the Quality Scores of agents monitored
• Variance in Quality scores
• System enhancement

NON MEASURABLE :
• Positive attitude
• Self motivation
• Enthusiasm
• Target and result orientation

Desired Candidate Profile
Managing quality sessions, working towards the advancement of process. Should have a very good understanding in terms of technical as well as Quality. Holding Refereshers

Contact Details

Company Name:
Arvato India

Website:
http://www.arvatoindia.com

Executive Name:
Mohammad Saqib

Address:
Arvato India
DLF Building No.-8c,
15th floor, DLF Cyber city
phase-2
Gurgaon,Haryana,INDIA 122002

Telephone:
91-0124-0469955